Tag / #authenticity

by kywseminar

The Business of Interpreting: FAQ 8 – What is the most sustainable interpreting market?

Things have been going well, you have lots of work with a great client, you are earning lots of money – and then suddenly bam! Something happens… and now you are making almost nothing. Your loyal client is no longer hiring you more than once in a blue moon. What can you do?

In actual fact, the question should be “what could I have done to prevent it?” Putting all your eggs in one basket is never a good career move – that’s why there are sayings and fables about it. So let’s take a look at clients and how we can make our situation more sustainable.

The myth of the ideal client

Most of us would think that finding that one client who can hire us every day of the year for decent fees and conditions is a godsend. How fantastic, we don’t have to take the time to market, research new jobs, figure out how to work for a new client, or anything else! We are practically employees, but still able to take our vacations when we want to.

Most often, this type of client is the hiring agent in a government interpretation service, an international organization or an agency. You like the work and don’t have to worry. Your contact knows you and your work, likes you and the ease of dealing with you, and trusts you. For them, you are a consistent element, so why would they bother trying to find another?

This is all well and good, but have you considered how fragile this situation is? What happens if your longtime contact falls ill, or retires, or changes jobs? Have you been nurturing an authentic relationship with them so you know ahead of time that they are moving, so you can make plans? Have you been educating this person for a long time, and can you ask them to pass on the fruits of that education to their replacement or to include them in a standard operating procedures file?

Or even more out of your control, what if you’ve been working for an international organization, and your main language combination is dependent on the political or economic situation in the world? In other words, the major country that speaks your language does something the international organization considers to be beyond the pale, and suddenly they no longer hire anyone with your languages?

Or have you thought about subprime loan risks that spread throughout the global economy? Governments the world over cut their budgets, so many international organizations are now just trying to keep their heads above water and there is much less work for interpreters.

These are all-too-familiar situations that can happen to any of us at any time, and all have happened to some of us. We can cross our fingers and hope that things will pick up again in the near future –though this isn’t very helpful because while the economic situation has only just started moving, it looks to be sinking again; the political situation looks frozen. And how long will this new hiring officer who actively doesn’t want to hire us stay in the job?

Or is there a more sustainable way of finding regular work?

Alternatives

Somewhat counter-intuitively, direct clients on the private market look to be the most sustainable way of working as a freelance interpreter today. Such clients are easier to get to know, and have multiple means of entry – you may get a toehold in the export department, and then get called to work with the marketing and sales departments. Once the company has a long term relationship abroad, you might get brought in to help manage their customer relations. And any time anyone makes a trip to visit that market, you have another job.

If you think about it, even if governments aren’t talking to one another, individuals still do. There will always be some sort of business relationship that people need to maintain. When deals go wrong, there will be international arbitration. And there are always some sort of civil society efforts that need interpreters. It may not be what you would strictly call conference interpreting, but these are fields that many of us have worked in.

If you have a strong base of private clients, even if they are concentrated in a particular niche, you don’t have to worry as much if one of them disappears. Even if they are in the same niche, they maybe at different stages in developing their foreign markets. You don’t have to worry when the hiring agent at one of them changes, that the economic situation in one company will be reflected in exactly the same way in all of them, or that a suddenly different political situation will hit each of them identically.

Moreover, if you have been educating all your points of contact to work with you as a full member of the team, and if you have been maintaining an authentic relationship with them, then when they move on, it may be a great opportunity for you! They may leave instructions for their successors, who will then understand that the company already knows, likes and trusts you; you’ll have less marketing to do to keep them as a client. Plus, you will have the added value of knowing that a second company doesn’t need the same level of education, because your former contact point is now preaching your cause in the new company.

So if sustainability is the watchword, and market diversification is the best way of remaining sustainable, then put more of your eggs in the direct client basket!

Originally published on the blog of the International Association of Conference Interpreters (https://aiic.org/site/world/newsEvents/blog)

by kywseminar

The Business of Interpreting: FAQ 7 – What is the rule of 7?

It’s funny how knowledge in one sphere of our lives is not always transferred to others. I know interpreters who own apartments to rent. They would never allow anyone to live in one of them without a written agreement, but would never think of putting anything on paper when hiring other interpreters.

In previous FAQs, I’ve spoken about relationships but haven’t really defined them. We all know how to make friends and have done since we were children. But for some reason, once we grow up and are no longer carefree students, we tend to forget how to enter into a mutually beneficial, authentic interaction with another person.

So let’s take a quick look at working relationships with clients who are not our colleagues.

The rule of seven

First of all, a very brief history of how sales used to work before we entered the brave new world of one-to-one marketing. Over the decades during which sales became a specialty, there were rules that salespeople sussed out on the job and that have since been validated through practice and research. One of the most important is the rule of seven: It takes an average of seven contacts to make a sale.

This is why cold callers don’t get far. It’s why sales people who call you in the middle of dinner get hung up on. It’s why you never hear back from people you sent your CV to.

Before one-to-one, or relationship, marketing became the norm, that meant literally contacting a possible client seven times before you would capture a sale. In the good old days of Wild West marketing for interpreting contracts, that meant:

  1. Call to find out who should get your CV.
  2. Send your CV.
  3. Call to confirm they received your CV.
  4. Wait a few weeks and send a card updating some of the information on your CV – you have anew skill, you offer new hours, whatever.
  5. Send a Christmas card to the person.
  6. Send a new CV reflecting an update to your skills.
  7. Call to say hello.

By this time, the prospective client would be so sick of you that they would give you an assignment just to get you off the phone. Or else you would contact them just as something you could do came across their desk; it was pure coincidence that they could hire anyone so quickly.

None of it was really building a relationship, but it certainly made sure your name was familiar. All the client knew was that you were familiar and persistent, and perhaps pushy. And frankly, as politicians all over the world know, even bad publicity is publicity.

In Europe, where Wild West marketing would get you shot down in flames in many markets, you still have to get through an average of seven contacts, it simply takes much longer. The three years it took me in the US to get to the point where I no longer had to market myself to have as much work as I wanted, can take at least 5 years in Europe, assuming you’re steady in your efforts.

The advent of relationship marketing

Today, “relationship marketing” rules. The idea is the same in that we still have to contact prospects several times before they become clients. But other things have changed making our job harder –such as having only nine seconds to make a good first impression instead of at least a minute or two. Some – like relationship marketing – make our lives more complicated, but a lot more fun.

One thing that I love about interpreting is getting to know people, and helping them to communicate their ideas to others. The better I know them, the better I communicate their ideas. Getting to know them is the fun part – and it is far from the traditions of waiting my telephone to ring, for someone to call and say they have an assignment for me, or just sending out my CV to everyone I know.

The key to relationship marketing is having an authentic connection. You don’t (usually) go on a first date with someone and immediately start thinking of baby names; why would you want to meet people only so they can hire you? When I meet anyone who could be a prospective client, I don’t think about that future job they could hire me for. I think about what they do, ask them questions to find out their interests, and talk about myself as little as possible. If an idea sparks during our conversation, I share it.

After I return to the office, I note the person’s contact details, along with anything I can remember that stood out from our conversation – especially the sparks. If they are proud of their son’s Little League win, I note that. If I promised them a book recommendation, I make sure to send it the next day with a message saying how great it was to meet them. If I run across an article that I am sure will interest them, I send it along. If we live in the same city, I may ask if they want to go out for a coffee or lunch sometime, and not necessarily to talk about work.

Prospective clients are people too, and will be turned off by a hard sell. The idea is to keep the relationship going. Then, when the company finally does have that event, they know whom to call. And you end up consulting for them, knowing more about what the goals for the meeting are, helping to organize it, and adding a new paying client.

Of course, the relationship is not based on that at all, so whether or not you get work,you still keep in touch. And even in markets where much of interpreters’ work comes from agencies, there is no reason not to call the person who hires you to ask them out for a drink. Agencies are not always our enemies, and if you are happy working for one, that means that you should have more than simply a sales contact with someone on the staff.

“Oh, but…,” I hear a lot from interpreters. “It just isn’t done.” Or “What will people think?” I am not advocating trying to make agency representatives or prospective clients into your best friends. I am not even advocating turning them into friends in the strict sense of the word. It is a very rare client who becomes someone you want to invite to your house, meet your family, or accept an invitation from to stay at their place.

But having a drink to talk about things other than assignments, being a“business friend”, can only be a good thing. It paves the way for more sensitive conversations later, such as, “You do know I have this other language combination as well?” Or “It would be better to organize this part of the meeting in a different way.” Or “It’s about time we had that conversation about raising my rates.”

Remember the earlier FAQ about your ideal client? Having an authentic relationship with an ideal prospective client should be easy. And the best part of this type of marketing is that you aren’t poaching on another interpreter’s territory, and you won’t be able to be poached from as you have a real connection. And when your contact changes jobs, as they will, you now have a good contact with a company that has never heard of you before – and a referral from your contact for the new person at their old desk.

So it still takes an average of seven contacts to make a sale, but those contacts are more authentic, more fulfilling, and a lot more fun.

Originally published on the blog for the International Association of Conference Interpreters (https://aiic.org/site/world/newsEvents/blog)